The pandemic has accelerated the transition to digital and consumer expectations have been rapidly rising. In this digital world consumers demand better experience, smooth self-service pushing for fierce competition among businesses. Those organisations who choose to use this moment to create opportunity for improving customer experience through personalised approach will see the benefits such as:

• Anticipating and meeting customers’ expectations at the initial stage of their journey with your business
• Creating a truly connected customer journey across all channels by using the latest AI and cloud technologies
• Reducing friction points through personalised communication

Hear from Coca-Cola about their vision and how they plan to leverage personalised services. Also Cranfield University will share their thoughts and approach on personalised communication according to customers’ segmentation.

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In today’s instant economy, customer service automation is no longer the future but a requirement. With advances in conversational AI, customer service chatbots now form an integral part of the modern customer service journey; with the ability to be highly personalized while providing immediate help at scale. 

But this doesn’t mean that there is no room for agents to get involved. When a human touch is needed, customers must be seamlessly routed from the chatbot to an agent without losing the context of the conversation. With repetitive, easy-to-answer requests deflected, your customer service agents can focus on complex tasks requiring creativity, empathy, and care.

In this session, you will discover: 

• Key factors to consider when building personalization into your automated, self-service solution;
• Best practices to build a state-of-the-art customer service strategy that includes both personalized automation and human touch;
• Top tips to easily handoff conversations from a chatbot to an agent

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